Retail Service Officer (UAE National role)

HSBC Holdings plc; Dubai; On-site; AED 70,000 - 110,000; Full time

Job summary

HSBC Holdings plc in Dubai invites applications for a Retail Service Officer. This UAE National role focuses on delivering exceptional customer service, handling inquiries and complaints, and supporting frontline teams to drive service excellence.

The successful candidate will be customer centric, fluent in English, and hold a graduation degree suitable for UAE visa/work permit. Join HSBC Tower to contribute to efficient operations and personalised client experiences.

Qualifications

• Experience handling customer inquiries via multiple channels (email, phone, in person).
• Fluent in English, both spoken and written.
• Diploma or degree recognized for UAE visa/work permit.

Responsibilities

• Handle customer queries and complaints in a timely and professional manner.
• Support frontline teams to ensure service excellence and efficient operations.
• Maintain compliance with internal policies and perform quality checks on processes.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

Bachelor's degree

Tools

HUB

SFE

GWIS

MMX

AAPs

IQueue

Job description

Retail Service Officer (UAE National role)

Location: Dubai, Dubai, AE, -

Brand: HSBC

Area of Interest:

Role Workstyle: Office Worker

Date: 11 Sept 2026

Retail Service Officer (UAE National role) - HSBC Tower

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

The Retail Service officer plays a key role in ensuring exceptional customer service and operational efficiency. The officer will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and executing process improvements to enhance customer experience. This role requires problem-solving skills, and the ability to collaborate with multiple stakeholders. Ability to drive service excellence and sales support for frontline team

In this role, you will:

• Contact customers on various campaign or support related matters for channels & segments across IWPB
• Ability to meet face to face or contact customer for any kind of sales support or service support related activity for any channel or segment
• Support various Sales & Service channels/department within Retail Banking. Execute all kind of Service requests received from customers and frontline staff. Flexible to adapt to continuously changing processes, policies and new channels being added to support sales & service tasks
• Perform & manage the execution of activities related to sales support or service tasks to support the frontline teams and clearing pending action items, processes, checks and controls, CDD & KYC tasks, governance and oversight tasks, customer calling related activities or any other ad-hoc tasks assigned.
• Discrepancy reduction and supporting all frontline staff for timely resolution of discrepancies. Monthly monitoring and investigation of cases reported in the Input Quality master tracker.
• Support the frontline team to in handling & timely resolution of queries and complaints. Work closely with the team and stakeholders to ensure all cases are resolved and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints.
• Conduct quality check on MMX (COMPLAINTS SYSTEM) to ensure all MMXs are updated as per complaints handling policies. Ensure 'No Fail' is recorded by CE team during Sales Quality or related checks.
• Conduct a fair analysis on the root cause of all staff complaints. Investigate & validate such complaints and work closely with Customer Experience team. Conduct regular feedback and training sessions with the frontline team to improve staff efficiency and knowledge; based on analysis conducted of staff complaints.
• Tracking of Buyout cases for and work closely with frontline teams & customers. Ability to build a tracking mechanism to ensure robust follow up process is put in place for timely receipt of documents from other banks
• Any additional tasks assigned to the service team to support any distribution channels

To be successful in the role, you should meet the following requirements:

• Experience of handling & serving customers via email, phone line and face to face meetings when required.
• Knowledge of operating systemsHUB, SFE, GWIS, MMX, AAPs, IQueue is a plus
• Excellent command in spoken in written English
• Customer centric and ready to go an extra mile to provide best in class service to clients
• A graduation degree is essential for obtaining a UAE visa and/or work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.